I'll Be Seeing You Optical

[redacted] was initially seen for a comprehensive eye exam including an exam for contact lenses at ___________ on 01/**/2014. She came in wearing an old pair of glasses with the following Rx:
[redacted]...

[redacted]
[redacted]
[redacted]__ reported no visual concerns with her current glasses. At the end of the examination [redacted] was explained the spectacle Rx did not change and was released a new spectacle Rx and a new contact lens Rx. In addition, she was given a sample pair of contact lenses with the new Rx. The new spectacle Rx remained the same and read as follows:
[redacted]
[redacted]
During this visit she purchased a designer pair of glasses outside of her insurance allowance, and her insurance provided partial coverage. [redacted] paid $209.00 for the frame and $48.00 in lens co-pays. In addition, she also purchased two boxes of contact lenses. Her eyeglasses were picked up on February *, 2014.
On February **, 2014, [redacted]__ came in to pick up her new contact lenses. She did not express any concerns about the new contact lens Rx. At this visit, she expressed she could not see with the new glasses. The new spectacle Rx. and the old spectacle Rx. were checked again and they were made exactly as the doctor had prescribed. [redacted]_ was adamant there was something wrong with the glasses. In order to accommodate her and ensure the lenses were not defective, we told her we would re-order new lenses for her new frame. At this point she stated she was not happy with the frame she chose. We called the insurance company first and asked about their policy on changing the frame. Since the frame she chose was outside of the insurance plan selection, the insurance company advised us to make a decision at our discretion. To accommodate [redacted]_ , she was allowed to select a new frame. A new complete order was placed at this visit.
On March **, 2014 the new glasses were picked up. At this visit, [redacted] brought in her old box of multi-focal contact lenses and expressed that the reading portion of the new contact lens Rx. was different from the old Rx. On the prior visits she did not express any concerns about the new contact lens Rx. Nevertheless, once again we were able to accommodate her. The unopened box was exchanged and a new order was placed for the old contact lens Rx at no additional cost. This order was picked up on June **, 2014.
On July **, 2014 [redacted]'s husband, [redacted], brought in the following spectacle Rx. from 11/**/2012.
[redacted]
[redacted]
He was advised that this Rx. was weaker than her previous glasses. In addition, he was clearly explained that there would be an additional charge for the new lenses since nearly six months had passed from the original order date of January **, 2014. [redacted]_ showed clear understanding and decided to place the order for [redacted]_. Due to the fact that [redacted]__ is a polite, long-term patient and customer, the order was made on good faith without a deposit. The balance was paid on July,**,2014, when [redacted] picked up the glasses for [redacted].
On August **, 2014 [redacted] called the store and requested a full refund because she “can't see a thing”. She was not willing to come back to the store as she does not live in the state. [redacted] was explained that she was accommodated several times at no additional cost and that she had the new glasses for approximately 3 ½ months without expressing concerns. Unfortunately, when the last order was placed on July **, 2014 we had to charge for the new lenses. Please do not hesitate to call for further questions.

Review: 6 months ago I went to purchase new glasses with my husband here. He works for NYPD and is in the Army Reserves and this where his insurance allows him to go. I was examined by [redacted] and gave her my eye glasses that I wear every day telling her I want the EXACT prescription. When the glasses came back, I put them on and I could not see. So, I took them to my Doctor in [redacted] and they told me they were off center and the wrong prescription. I took them back and they sent them to the lab to "fix" They came back again...wrong. I sent my husband with a prescription I had from my doctor in [redacted] and they had the nerve to charge him over $100 MORE when they already were $300 or so. They came back again....wrong. I called to try to talk to someone and talked to [redacted] (who wouldn't give her last name). She was VERY rude, disrespectful and unprofessional, as she has always been when I have been there in person. She refused to even help and satisfy a paying customer. I only wanted new glasses that I could see out of. She had no concern for me being a satisfied customer and kept arguing that they were right and I am wrong. How can I be WRONG, when I cant see out of these very expensive glasses? I am shocked that this lack of professionalism is even tolerated. Even her appearance is awful with them smoking outside the building. The fact that they got this wrong and will not fix is completely ridiculous and I want people to be warned about how unprofessional and rude they are there.Desired Settlement: I would like all the money that has been spent by my husband to be credited towards contact lenses(which they also got wrong on the first try with the prescription). I had since given them the correct prescription and they replaced the one box with the correct ones., so I would like contact lenses in exchange for this mess of a glasses ordeal, then I will never have to deal with them again.

Business

Response:

[redacted] was initially seen for a comprehensive eye exam including an exam for contact lenses at ___________ on 01/**/2014. She came in wearing an old pair of glasses with the following Rx:

[redacted]__ reported no visual concerns with her current glasses. At the end of the examination [redacted] was explained the spectacle Rx did not change and was released a new spectacle Rx and a new contact lens Rx. In addition, she was given a sample pair of contact lenses with the new Rx. The new spectacle Rx remained the same and read as follows:

During this visit she purchased a designer pair of glasses outside of her insurance allowance, and her insurance provided partial coverage. [redacted] paid $209.00 for the frame and $48.00 in lens co-pays. In addition, she also purchased two boxes of contact lenses. Her eyeglasses were picked up on February *, 2014.

On February **, 2014, [redacted]__ came in to pick up her new contact lenses. She did not express any concerns about the new contact lens Rx. At this visit, she expressed she could not see with the new glasses. The new spectacle Rx. and the old spectacle Rx. were checked again and they were made exactly as the doctor had prescribed. [redacted]_ was adamant there was something wrong with the glasses. In order to accommodate her and ensure the lenses were not defective, we told her we would re-order new lenses for her new frame. At this point she stated she was not happy with the frame she chose. We called the insurance company first and asked about their policy on changing the frame. Since the frame she chose was outside of the insurance plan selection, the insurance company advised us to make a decision at our discretion. To accommodate [redacted]_ , she was allowed to select a new frame. A new complete order was placed at this visit.

On March **, 2014 the new glasses were picked up. At this visit, [redacted] brought in her old box of multi-focal contact lenses and expressed that the reading portion of the new contact lens Rx. was different from the old Rx. On the prior visits she did not express any concerns about the new contact lens Rx. Nevertheless, once again we were able to accommodate her. The unopened box was exchanged and a new order was placed for the old contact lens Rx at no additional cost. This order was picked up on June **, 2014.

On July **, 2014 [redacted]'s husband, [redacted], brought in the following spectacle Rx. from 11/**/2012.

He was advised that this Rx. was weaker than her previous glasses. In addition, he was clearly explained that there would be an additional charge for the new lenses since nearly six months had passed from the original order date of January **, 2014. [redacted]_ showed clear understanding and decided to place the order for [redacted]_. Due to the fact that [redacted]__ is a polite, long-term patient and customer, the order was made on good faith without a deposit. The balance was paid on July,**,2014, when [redacted] picked up the glasses for [redacted].

On August **, 2014 [redacted] called the store and requested a full refund because she “can't see a thing”. She was not willing to come back to the store as she does not live in the state. [redacted] was explained that she was accommodated several times at no additional cost and that she had the new glasses for approximately 3 ½ months without expressing concerns. Unfortunately, when the last order was placed on July **, 2014 we had to charge for the new lenses. Please do not hesitate to call for further questions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is the most ridiculous response from a "professional" I have ever seen. They make me out to be a "complainer" when they made the glasses wrong! I took them to my doctor in [redacted] who checked them and showed me how the center point was off and the prescription completely wrong. I would have no reason to complain if they had made them correct int the beginning. I went there to purchase a pair of glasses which I obviously need to see clearly our of. They were rude from the start and clearly had more of a "relationship" with my husband and showed that from the start, which made me uncomfortable from the start. Their lack of professionalism (how they present themselves and smoke cigarettes right as you enter the door is unprofessional and just foul to begin with. The contact lenses were also ordered wrong and they did correct that. How would they like it if they just spent a lot of money on a new pair of glasses and got them, only to find out from a real professional that they were all wrong. Why would I want to walk around not, as they quoted me "being able to see a thing"? This is ludicrous and a wast of my time. I am the one who is the paying customer and they treat me like this? The only reason it took a while to get back there is that my husband works and lives in [redacted] and between his hours and the bridge tolls, it was not feasible to go to Staten Island often. I just wanted to return the glasses once and for all (since they are not even wearable for me) and requested they put that money towards contact lenses instead. I dont understand how this cannot be done, as I paid a lot of money for something they clearly could not get right. I even had my glasses that are perfectly clear to hand to them and the girl, [redacted], hands them back to me saying "the prescription is exactly the same" Funny, if it was, I would probably be able to see out of them and wear them. I figured if they would just do what I asked, this whole thing would be resolved in good faith, but now, I will make sure I get the word out about their lack of professsionalism and knowlege for sure.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by I'll Be Seeing You Optical regarding complaint ID [redacted].

Sincerely,

Business

Response:

To whom it may concern,

We have a small, family-owned business. Our advertising is through word of mouth, therefore it is important to have a good relationship with all our customers. [redacted] husband is a long-term patient and customer who has brought his family to us in the past and we hope to have a good future relationship with his family as we do with all our customers. All our employees strive to be professional and courteous, while at the same time adhering to company policies. Therefore, we regret that we are not able to refund [redacted] for the eyeglasses. However, we will supply her with six contact lenses per eye as a courtesy at no charge. We hope this will resolve the issue.